IPhone O2 Insure replacement phone problems

I had been waiting over 4 weeks for a replacement iPhone 3GS 16gb, after ringing several times and receiving the bulk standard texts saying were sorry blah blah blah. I eventually received a text to say that I would receive my phone by the 27th October my phone arrived on that date but was faulty and did not read my sim card. On phoning O2 I was told it is probably a refurbished model argh! I then contacted O2 insure who confirmed it was indeed a refurbished phone and that I would not get a new one. The have arranged another delivery for tomorrow (29/10/10). I mulled overnight about this and had a look at my insurance docs and found a key facts sheet which clearly states a guaranteed new for old replacement. So my dilemma now is do I accept this phone? I spoke to a supervisor who told me there is nothing I can do, but he did say that I had been mis sold insurance. I’m at a loss as to what to do now. Any help would be greatly appreciated.

5 Comments

you have not been misold the insurance. you have the terms and conditions that prove you were entitled to a new one. I know that O2 changed these terms and conditions over on 30th Sep 2010 - but as long as you made the claim before then you should be entitled to a new one.
I am having the same problem right now - i was told that they can't give me a new one because the option to do this has been removed from their systems. I told them that this is NOT an excuse for breach of contract!
Is it possible for you to post the old terms & conditions here? cos I can't find mine :-s

this doesn't sound like misselling of the contract
afaik with any breech of contract you are entitled to seek restitution elsewhere if they do not comply within a reasonable time.
send them a letter giving them 14 days to supply a new one(that is the contract) or you will go buy one elsewhere and sue for the cost, check with CAB but pretty sure this is the case.
their flawed computer systems are not your problem
Edited by: "maddogb" 29th Oct 2010

Original Poster

I made my claim before the 30th but they are still not standing by their own insurance! Im going to the O2 shop where I purchased the phone and the insurance, so I can speak to someone face to face rather than waiting on the phone only to be fobbed off. I will scan them in and post them on here later.

wiccanjojo

you have not been misold the insurance. you have the terms and conditions … you have not been misold the insurance. you have the terms and conditions that prove you were entitled to a new one. I know that O2 changed these terms and conditions over on 30th Sep 2010 - but as long as you made the claim before then you should be entitled to a new one. I am having the same problem right now - i was told that they can't give me a new one because the option to do this has been removed from their systems. I told them that this is NOT an excuse for breach of contract!Is it possible for you to post the old terms & conditions here? cos I can't find mine :-s


Edited by: "watervoles" 29th Oct 2010

Original Poster

Thanks for your comment. The only problem with this is that there are apparently no new Iphone 3gs 16gb available. I will however be writing a letter of complaint at the lack of service they are providing.

maddogb

this doesn't sound like misselling of the contractafaik with any breech … this doesn't sound like misselling of the contractafaik with any breech of contract you are entitled to seek restitution elsewhere if they do not comply within a reasonable time. send them a letter giving them 14 days to supply a new one(that is the contract) or you will go buy one elsewhere and sue for the cost, check with CAB but pretty sure this is the case.their flawed computer systems are not your problem




Edited by: "watervoles" 29th Oct 2010

o2 service getting worse nowadays,thats why i left them.
Post a comment
Avatar
@
    Text
    Top Discussions
    1. Weekly game codes giveaway 183317
    2. Sad news about Barcelona1524
    3. ❅☁☁❅ I want☼to talk☼about the☔WEATHER☔no politics☃no religion❅☁☁❅18846098
    4. Pink Balls37

    See more discussions